Customer Service Representative

Job Description

Description:

Why This Role Matters

The Customer Service Representative (CSR) plays a critical role in protecting the customer experience and supporting revenue within the off-road performance industry. This position serves as a key point of contact for dealers, distributors, and end users who rely on our suspension and off-road products. Success in this role directly impacts customer retention, operational efficiency, and brand reputation in a highly passionate and product-driven market.

Who This Role Is a Good Fit For

• Professionals who thrive in a high-volume environment and enjoy solving problems
• Individuals with an interest in off-road vehicles, suspension systems, or automotive performance products
• Detail-oriented team players who take pride in accuracy and follow-through
• Strong communicators who are confident on the phone and in writing
• Individuals who can prioritize, stay organized, and manage multiple tasks simultaneously

Who This Role Is Likely Not a Fit For

• Those who prefer slow-paced or low-interaction roles
• Individuals who struggle with multitasking or meeting deadlines
• Those uncomfortable with frequent phone communication
• Candidates with no interest in automotive or off-road products
• Individuals who prefer working independently without cross-functional coordination

Key Responsibilities

• Answer incoming calls and make outbound calls to address and resolve customer inquiries and concerns related to off-road and suspension products
• Handle warranty questions, return goods authorizations (RGAs), call tags, and e-catalog matters
• Support dealers and customers with product information, order status updates, and technical coordination as needed
• Create and maintain internal company reports including sales spreadsheets, returns documentation, international shipping documents, and UPS tracking information
• Review records, correspondence, and related documentation to resolve issues accurately
• Follow up with customers to ensure full resolution and satisfaction
• Communicate and coordinate with Shipping/Receiving, Accounting, Purchasing, and other departments to address customer requests
• Apply company policies and procedures consistently when resolving customer issues
• Maintain accurate data entry and documentation within internal systems

Required Qualifications

• High school diploma or equivalent
• Minimum 1 year of customer service experience in a medium or large organization
• Proficiency in Microsoft Office (Excel, Outlook, Word)
• Experience working within an ERP system
• Experience using a CRM system
• Strong organizational, communication, and problem-solving skills
• Exceptional phone etiquette
• High level of accuracy and attention to detail
• Ability to prioritize and manage multiple assignments while meeting deadlines
• Comfortable using computer systems, 10-key, telephone, copier, and other standard office equipment
• Ability to work in a fast-paced environment with occasional overtime

Preferred Qualifications

• Experience in the automotive, powersports, or off-road performance industry
• Familiarity with suspension systems, lift kits, shocks, or related off-road components

What Success Looks Like in the First 90 Days

• Demonstrates a strong understanding of company products, policies, and procedures
• Develops working knowledge of off-road suspension and related product lines
• Handles customer inquiries independently with minimal escalation
• Maintains accurate documentation and reporting
• Builds effective working relationships with cross-functional teams
• Contributes to improved response times and customer satisfaction

Why Work Here

We operate in the off-road performance space — an industry driven by innovation, craftsmanship, and a loyal enthusiast community. If you enjoy working around high-performance vehicles, suspension systems, and customers who are passionate about their builds, this is an opportunity to be part of a team that takes pride in quality and service.

Physical / Work Environment

This role is primarily office-based. The position requires extended periods of sitting, frequent computer use, and consistent phone communication. Occasional overtime may be required to meet business demands.